The contact center agent position works within a structured environment requiring sharp attention to detail and the ability to focus and maintain a calm demeanor under pressure. This position delivers excellent customer service while providing information to patients, hospital, faculty, staff and other health care providers in a 24/7, high-volume operator call center environment. The position will perform a variety of tasks, including intake triage and activating hospital emergency codes and alerts (code blue/SWAT/STEMI alerts) and priority notifications based on knowledge of administrative protocols and UF Health policies and procedures.

Minimum Education and Experience Requirements:

• High school diploma or equivalent required.
• One (1) year of work experience with computers in a customer service clerical office is required. May substitute 1 year of work experience requirement with AS degree.
• Strong verbal and written communication skills required.
• 911, hospital operator or call center representative experience preferred, ideally in a health care-related industry.
• Multi-line phone system experience preferred.
• Must demonstrate a high level of accuracy and speed using a computer system.
• Must have the ability to function calmly and perform under stress when confronted with emergency, critical or unusual situations.
• Must be able to speak and hear clearly without impairment and to handle stress properly.
• Must be able to effectively use multiple computer applications.
• Must demonstrate ability to perform multiple tasks simultaneously, recognize and react to changing priorities, make timely and accurate judgement decisions, effectively communicate with other health care professionals, and work independent of direct supervision.
• A working knowledge of medical terminology preferred.